What has happened to the quality professional? For some time, we have begun to talk and act more like part of the financial department rather than quality assurance.
We say that our efforts are directed at ensuring that customers get what they want and deserve. We want customers to be overjoyed with our product and services. We tell everyone that quality function deployment (QFD) is the way to achieve great designs, but we tend not to use the tool in many of our design processes.